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Job Summary:Responsible for diagnosing and troubleshooting technical issues and helping customers by addressing queries and resolving issues. Reports defects, offers suggestions for product improvement, contributes to product knowledge and helps make future technical support easier. Is also responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.Key Roles and Responsibilities:Identify, diagnose, research and troubleshoot technical issues and problemsRespond to queries, issues and requests for technical support from customersDocument, track, and monitor issues to ensure a timely resolutionInteract with development ...
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Job Summary:
Responsible for diagnosing and troubleshooting technical issues and helping customers by addressing queries and resolving issues. Reports defects, offers suggestions for product improvement, contributes to product knowledge and helps make future technical support easier. Is also responsible for effective provisioning, installation/configuration, operation, and maintenance of systems hardware and software and related infrastructure.
Key Roles and Responsibilities:
Identify, diagnose, research and troubleshoot technical issues and problems
Respond to queries, issues and requests for technical support from customers
Document, track, and monitor issues to ensure a timely resolution
Interact with development and deployment teams to restore service and identify and correct root cause of problems
Escalate unresolved issues to team leads and other stakeholders
Manage multiple customer cases simultaneously and provide regular and accurate progress updates to customers
Ensure customer systems are fully functional after troubleshooting
Document issues, resolutions and escalations clearly in the internal database
Assist customers to install, configure and deploy products and systems at various sites
Work with customer technical teams to deploy and test servers after installation
Recommend product modifications/enhancements to reduce user problems
Install, configure, monitor and maintain the internal IT infrastructure of the company
Install and configure software and hardware
Manage network servers and technology tools
Set up accounts and workstations
Monitor performance and maintain systems according to requirements
Troubleshoot issues and outages
Ensure security through access controls, backups and firewall
Upgrade systems with new releases and models
Administer servers, desktop computers, laptops, printers, routers, switches, firewalls, phones, personal digital assistants, smartphones, software deployment, security updates and patches
Build internal technical documentation, manuals and IT policies
Ensure company IT assets are tracked as per best practices and the inventory is managed effectively
Travel to support in different projects.
Participate in trainings and learnings
Skills and Experience:
Bachelor’s or Master’s Degree in Computers or Information Technology or related field
Certificate in Network Engineering / Hardware Network.
Proven work experience of 5-7 years as a Technical Support Engineer, IT Help Desk Technician, Network support or similar role
Strong understanding of Network Hardware and Infrastructure. Experience with databases, networks (LAN, WAN) and patch management
Experience as a System Administrator or Network Administrator
Hands-on experience with Windows/Linux (Ubuntu/RedHat/CentOS – Current)/Mac OS environments
Good hands-on working experience in Linux.
Hands on experience with monitoring, maintaining and deploying server systems
Knowledge of system security (e.g. intrusion detection systems) and data backup/recovery
Knowledge of ITIL service management concepts
Strong understanding of incident, change and problem management
Experience with IT asset management, inventory management, and disposal
Strong working experience in MS Office, Outlook, SharePoint
Excellent problem-solving and troubleshooting skills
Ability to provide step-by-step technical help, both written and verbal
Ability to take initiative and handle concurrent tasks with appropriate priority
Ability to meet objectives and adhere to deadlines with minimal supervision
Flexible and willing to accept a change in priorities as necessary
Stakeholder management skill – Communication, Coordination and liaising with Vendor (Procurement/ Provisioning), Customer, Internal teams
Excellent communication skills – English language is a must
Customer focused with a passion and drive for customer satisfaction and delivering business value
Continuous learning and Development - Ability and willingness to acquire in-depth understanding of domain and existing products and apply that knowledge to work scenario.
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https://ae.linkedin.com/jobs/view/tech-support-engineer-at-vehere-3741891343?
